Mortgage payment support

The sooner you contact us, the quicker we can discuss the options available to you. Your home may be at risk if you don’t keep up your mortgage repayments. Please get in touch as soon as possible in one of the ways below if you’re concerned about making your payments as we may be able to help you. You don’t have to wait until you’ve missed a payment.

It’s always a good idea to get independent advice on your finances as a whole, which we aren’t able to give. We can help you find the right organisation to support you, so that you get as much help as possible.

At the bottom of this page there’s a list of organisations that offer help with mortgage payment issues. You might also find our managing the cost of living page helpful.

1. Fill in our mortgage questionnaire. We’ll take a look at the details you give us and review your mortgage account, then call you back within 7 days. These are the questions we will ask if you call us.

2. When you have a little more time, please fill in our online ‘income and expenditure’ form with all the details of your monthly income and outgoings. It will help you understand your financial situation, and help us to understand how we might be able to help you. Please fill it in as accurately as possible. You’ll be given a choice of 2 ways to complete the form:

• With Open Banking, which is the quickest way. Simply enter a few details and the form will be populated using the last 3 months’ transactions from all your bank accounts, and sent to us automatically.
• Or, by entering all your own details, and sending your last 3 months’ bank statements to mortgageservicing@metrobank.plc.uk or posting them to: Mortgage Admin team, Metro Bank Plc, PO Box 1130, Uxbridge UB8 9XX.

When we receive your income and expenditure form we will call you back within 7 days to discuss how we can help you. Please call our team on 0345 319 1201* if you need any help with the form.

3. If you prefer to speak to someone or you have an urgent query, you can call us on 0345 319 1201*, 8.30am to 6pm, Monday to Friday.

4. Other ways to contact our Mortgage Servicing team:

• Complete a mortgage callback form and we’ll aim to call you back within 7days.
• Email us. Please provide your eight-digit mortgage account number, which starts with a 4 and can be found on any letter you have received from us about your mortgage.
• Write to us at: Mortgage Admin team, Metro Bank Plc, PO Box 1130, Uxbridge UB8 9XX.

*Call charges might apply — check with your service provider.

Confidentiality

Anything you tell us about your situation is treated as confidential. We don’t share personal information with other lenders or credit reference agencies.

We are required to tell credit reference agencies if you have missed a payment, but if we can come to a payment arrangement with you we will also tell them about this.

When you get in touch one of our mortgage customer assistance specialists will listen to you and talk through your circumstances. We want to work with you to tackle the problem and help you stay in control.  Talking to us about what your options are won’t result in us making any notes on your credit file.

We’ll look at your income, outgoings and discuss any worries you might have about the future. Our specialists will use their expertise to find a solution that meets your circumstances. We can also speak to someone else on your behalf if that’s easier for you.

The sooner you get in touch the more options we could have to help you. What we can agree will depend on your individual situation, and we will consider any proposal you make.

We’ll only suggest support that is affordable and focussed on the help you need.  The options we might be able to offer you could include:

Short term

• A payment holiday or reduced payments for a period of time

• A temporary period when you pay only the interest

Long term 

• Extending your mortgage term to spread your repayments over a longer period of time

• Support while you sell your property including holding any action while you take the time you need 

We’ll make sure you’re aware of the impact the support we give you on your credit file and if applicable what you’ll pay back in addition to what you’ve already borrowed.

Our priority is to reach an arrangement with you, and any legal action is only considered when we have explored all other possibilities.